AccountId: 011433970860
ContactId: 28be4f07-e5a6-451a-bde4-01ef52e80911
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421500 ms
Total Talk Time (AGENT): 218689 ms
Total Talk Time (CUSTOMER): 173411 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/28be4f07-e5a6-451a-bde4-01ef52e80911_20250205T20:52_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, hi, I, um, I'm a broker or work with the broker's office and I'm trying to help, uh, one of our clients file a disability claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I just wanted to confirm I guess receipt and um and then maybe if there was anything else needed.
[AGENT][NEUTRAL] That we received it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'm so sorry, sir. I'm not sure if you're there with me still, but I can't hear you.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][POSITIVE] Yes, I can thank you.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, yeah, no, I just wanted to confirm that's weird so I um just wanted to confirm receipt.
[AGENT][NEUTRAL] Yeah, absolutely. Do you know the policy number for the insured that we filed the claim on?
[CUSTOMER][NEUTRAL] Um, yeah, I just had it.
[CUSTOMER][NEGATIVE] And then now I've closed it. I don't know why I did that. Hang on.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, here we go 230-1502.
[AGENT][NEUTRAL] 1502. All right, and let me look into that and how did you um submit that through the online service center or fax?
[CUSTOMER][NEUTRAL] Yeah, the uh through the no online service center.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] I guess that's what the the on the website right? so.
[AGENT][POSITIVE] Yes, that's perfect, the best way to do it, um, and.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEGATIVE] And, and the first page of the form, so, so it, I faxed it over the lady's in the hospital is the problem. So she's having a hard time um getting her mail and getting a file. The first page of the form, for whatever reason, the fax did not come through very well. Um, so I included, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The completed version of that.
[AGENT][POSITIVE] OK, perfect. And let me see if I can view it. I'm just going to really quickly pull up some information if you don't mind hanging tight with me.
[CUSTOMER][NEUTRAL] And so
[AGENT][NEUTRAL] 8 and would you be able to verify for me just please your first and last name and your, your email address?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I appreciate you, [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] I say she's at a hospital. She's actually at a rehab facility now, so that's good news.
[AGENT][NEUTRAL] Oh good. OK, so I am seeing that we did just receive something today unfortunately I can't view it until an examiner goes through and views it, but it is in queue to be processed by an examiner for you.
[CUSTOMER][POSITIVE] OK, OK, wonderful, and, and then she'd love to be able to get direct deposit. Do, is there a form for that on the website or?
[AGENT][NEUTRAL] Yes, there is absolutely if you go into our website [PII] and you go down to the claims and forms, um, it should say either electronic funds transfer or like bank draft um and let me, I just, I'm gonna pull it up because now I'm not sure exactly what it's called, but I do know it's on there.
[CUSTOMER][NEUTRAL] Uh, there's actually 2. There's a direct deposit form and electronic funds, I guess I'm not sure what the difference is.
[AGENT][NEUTRAL] Oh, you want the direct deposit form because the EFT, the electronic one, is when, um, an insured pays for their policy by themselves and not through their employer and the direct deposit is to get uh money from claims into their direct deposit.
[CUSTOMER][NEUTRAL] OK, OK, so I can fill this out for her. I think she can sign it on her phone. Would that be OK if I do like an Adobe sign, yeah.
[AGENT][NEUTRAL] Yeah she can sign it like that mhm and then um you can also upload that through the online service center as well.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Awesome. OK, great.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And and what's the normal turnaround time? I, um, it's my first time to help somebody.
[AGENT][NEUTRAL] For the claims, yeah, so let me pull that up for you, um, and they all are a little different, so let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Time
[AGENT][NEUTRAL] Alright, bearing no complication for disability, we're looking at about 10 or so calendar days.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, I'll definitely try to get this direct deposit set up sooner than later too because I'm sure she'll need it and then initially though, she'll get if, if, if it's approved, of course, um, I think she was disabled starting [PII], she'd get two or three weeks at once, wouldn't she?
[AGENT][NEUTRAL] Um, you said for January, yeah, they would pay her likely for all of January at once, but I can't guarantee anything because I don't process the claims, um, but it looks like January would all pay out, um, and she would have her elimination period she'd have to wait through and then it would pay out after that.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And, and then, uh, final question.
[AGENT][POSITIVE] No, you're good I love questions.
[CUSTOMER][NEUTRAL] Does it pay weekly or does it pay?
[CUSTOMER][NEUTRAL] Yeah, does it pay weekly or monthly?
[AGENT][NEUTRAL] It's paid monthl[PII]
[AGENT][NEUTRAL] Um, it's paid monthly and she would have to resubmit a continuation form every single month and then as long as it's received before the [PII] claims would be paid or claims would be made payable on the [PII].
[CUSTOMER][NEUTRAL] Monthly OK.
[CUSTOMER][NEUTRAL] I got you, OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And, and so now does that mean the the current claim, does that mean she'll need to do a continuation for February still?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure, but they will let you know. I honestly think because they're processing it for February it might include January and February, and then she would need the continuation to start for March.
[CUSTOMER][POSITIVE] I got you. OK, great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, well, let me ask, OK, so, so, so this is my first time as the broker to be helping like I said, the lady, I, I asked her if she had a family member or something to help, and she didn't really seem to indicate she did, um, and so like because, because y'all would send stuff in the mail if she needed more information or something, is that right?
[AGENT][NEUTRAL] Yes, if she needs more information it would be um they would send her a letter in the mail because you submitted the stuff through your online service center you would be able to follow up with claim status so you would be able to also see copies of those notes if they're requesting more information, but then they would send her a letter, yes, so it'd go to both.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so, so if I go back to this, every time there's some sort of new document that it's gonna show up at this on this on on the online online thing.
[AGENT][NEUTRAL] Yeah, so if it's say it gets denied pending, um, I'm gonna just oddball something they need doctor's notes or they need an operative report, whatever the case may be, and it says, hey, we still need this information you would be able to see that note on the online service center stating why it was denied and what information they're needing.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, that'd be perfect. All [PII].
[CUSTOMER][POSITIVE] All right, thank you so much you've been most helpful.
[AGENT][POSITIVE] Oh, it's my pleasure and [PII] if you have any more questions along the way just reach back out to us we're always here and we're always willing to help.
[CUSTOMER][POSITIVE] Great thanks so much.
[AGENT][POSITIVE] My pleasure talk to you soon.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.